Abstract
This research evaluates the performance of fuel distribution services by PT AAA at Terminal X, focusing on meeting the operational target of 14 hours per day. The average service level during the assessment period was 56%, revealing a significant operational gap of 44% exceeding the target due to delays in truck refueling attributed to long queues, administrative processes, and technical disruptions. By analyzing data with the SIOD application and employing the 5 Whys method for root cause analysis, delays in refueling trucks, exceeding contract targets by 20%, were identified. Reducing refueling time could save PT BBB, a stakeholder, IDR 574 million annually in overtime expenses and mitigate worker fatigue and incidents during late-night work. Practical recommendations include improving operational hours, efficiency, and safety by identifying constraints and defects to align with target operational time in contractual obligations between PT AAA and PT BBB.
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